Call center team leader at Roads and Transports Authority (Dispatch Center)
RTA (outsourcing from City Services Consultancy)
Total years of experience :5 years, 10 Months
1. Taking care of the service level, by urging the agents to minimize the talk time, ACW and wrap-up time.
2. Minimizing the delayed bookings by assigning the nearest available taxi as per the organization standards.
3. Coordinating with the RTA supervisors if there are any events to dispatch taxis to the designated taxi ranks.
4. Arranging KPI reports from AVAYA and service reports to be sent to the RTA management that include all information about the service and Work Force Management.
1. Inbound calls for taxi reservations.
2. Answering customer's inquiries about Taxi Dubai.
3. Outbound calls for customers to inform about taxi delays if any.
4. Following up delayed bookings.
Translating newspapers and magazines articles from English to Arabic and vice versa. Reporting to chairman
1. Interact with customers over the phone to understand their banking needs.
2. Resolve problems over the phone on the spot.
3. Cross selling bank product over the phone.
4. Screening loan on card bookings then forwarding to the concerned department.
5. Taking care of the service level when team leaders are not there.
Studying Drama, Linguistics, Poetry... for the the English languague.
